Senior Software/ Connectivity Support Specialist

Sonova AG

18h•$77,040 - $96,300•Remote

About The Position

Sonova USA Inc. is seeking a Senior Software Support/Connectivity Specialist to support customer software and connectivity inquiries and help deliver a strong customer experience. This role will collaborate with cross-functional teams on Sonova fitting software, Bluetooth and wireless accessories, and eServices products, while serving as a subject matter expert for Sonova fitting software and Noah products.

Requirements

High school diploma required
Minimum of 5 years of experience in a technical software support environment
Strong problem-solving skills with the ability to analyze situations and recommend solutions independently
Strong written and verbal communication skills with the ability to build effective customer relationships
Strong time management, organization, and prioritization skills with the ability to manage multiple tasks efficiently
Proficient computer skills and technical aptitude required
A minimum of 300MB/sec download and 20MB/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

Nice To Haves

Associate’s or Bachelor’s degree in IT, Software, or a related field preferred
Product support experience with high-tech medical devices or communication products preferred
knowledge of hearing aid fitting software, Noah, Target, Truefit, Microsoft certifications, and multi-phone line systems preferred

Responsibilities

Support customers through incoming Software Support and Bluetooth Support queues, including escalations from Audiology Technical Support
Provide support through outgoing calls for scheduled appointments and follow up on customer software or connectivity needs
Assist with escalations from Customer Success teams, including the Consumer Connectivity team
Partner with leadership to communicate resolutions related to Sonova software issues
Support internal customer-facing teams through chats, emails, and case follow-up
Assist with onboarding and training new hires, special projects, and manager approval delegation as needed
Document customer interactions in the CRM system daily while following internal policies and procedures

Benefits

Medical, dental and vision coverage
Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
TeleHealth options
401k plan with company match
Company paid life/ad&d insurance
Additional supplemental life/ad&d coverage available
Company paid Short/Long-Term Disability coverage (STD/LTD)
STD LTD Buy-ups available
Accident/Hospital Indemnity coverage
Legal/ID Theft Assistance
PTO (or sick and vacation time), floating Diversity Day, & paid holidays
Paid parental bonding leave
Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
Robust Internal Career Growth opportunities
Tuition reimbursement
Hearing aid discount for employees and family
Internal social recognition platform